Customer Satisfaction

About this measure: Customer service is a cornerstone of good performance. DNRP uses customer feedback mechanisms to:

• Understand changes in customer preferences, priorities and price sensitivities
• Assess program strengths and weaknesses and perceptions of service levels
• Guide program adjustments based on finding

Many of our larger programs have had customer feedback mechanisms in place for several years. The customer survey findings are used to steer program adjustments and ensure that changes produce the intended results.

For the most part, DNRP divisions have selected specific groups of customers or neighboring business and residents to survey about services and programs. Some of our customer service questionnaires are self-administered and others involve the use of consumer research firms.

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Solid Waste Division (SWD)

Transfer station customers

2006 results: 4.69 on a 1 - 5 scale
2007 target: 4.6 on a 1 - 5 scale

Influencing factors: Transfer station customer satisfaction was high due to continued good service at the transfer stations.

Strategy going forward: The same high level of service will continue in 2007.

Wastemobile customers

2006 results: No survey was conducted in 2006.

Influencing factors: NA.

Strategy going forward: Funding for future surveys may be identified through the Local Hazardous Waste Management Program strategic planning process, to take place by June 2007.

Solid waste education program

2006 results: 4.6 on a 1 - 5 scale
2007 target: 4.6 on a 1 - 5 scale

Influencing factors: In 2006, SWD reached 20,300 elementary students through an assembly program, and more than 10,000 elementary and secondary students through classroom workshops. Teachers said they found the program and workshops to be highly effective in educating students about how reducing waste and recycling benefit the environment.

Strategy going forward: Since student understanding of the materials was high in 2006, some changes in content will be made in 2007 to further challenge students. In addition, a new elementary assembly program will be developed, as the current one has reached the majority of schools.

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Water and Land Resources Division (WLRD)

DNRP services and programs

About this measure: For the past 10 years, the Stormwater Services section has been collecting customer feedback to track, modify and improve how engineers and technicians treat and respond to customer needs. Customer service survey cards are sent out to residents who have registered drainage complaints with WLRD. The number of responses received correlates with rain events, when more complaints are received.

2006 results: 93 percent of customer service questions asked were responded to favorably
2007 target: 90 percent of customer services questions asked will be responded to favorably

Influencing factors: Training and education are offered to staff when performance measures fall below goals. When a survey card records dissatisfaction with a staff member, the issue is discussed with him or her.

Strategy going forward: WLRD's 2004 Business Plan put a strong focus on key program areas, such as stormwater services and Critical Areas Ordinance implementation. In 2005, WLR developed and implemented a customer feedback process modeled on the current stormwater services system.

Mid-2007, the division launched an on line customer services survey on its Web site and plans to send customer services surveys to people that have sent email inquiries. Information from this survey will supplement results from the drainage services survey reported here.

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